Our Customer Overview Group (COG) is made up of a small team of customer volunteers, from across our regions. We meet on a quarterly basis to review and scrutinize services provided to customers. The group reviews reports and figures with service managers, discuss any issues and provide assurance to the customer community network (CCN) that the information has been checked to ensure that services continue to meet customer needs. We also have policy review meetings to discuss and approve customer facing policies.  

COG can request overviews from business areas to help gain a broader understanding of their role within Aster. 2022/23 has given COG members the chance to meet face to face for the first time since the pandemic and group meetings are a mixture of face to face and virtual (Teams) based sessions. We’ve been provided with new iPads to help our meetings become easier and more effective.   

A few highlights from our meetings over the past year include: 

• the opportunity, through the reverse mentoring programme, to work with the senior leadership team to share experiences and increase diversity 
• approve policies including those related to neighbourhoods, lettings, and empty homes 
• provide customer feedback on targets set for the financial year. 

 COG membership has increased – the group has been strengthened by recruitment of an additional member during the last year and two new members for the new financial year.  

Judith Pamely 

Aster customer and member of COG for two years 

Customer

overview

group (COG)